CPS Energy’s Energy2Business Program: Setting a New Standard for SMB Customer Service
CPS Energy, the largest municipally owned energy utility in the U.S. and member of the Chartwell Business Customer Leadership Council, identified a critical gap in service for small and medium businesses (SMBs)—a segment often overshadowed by residential and large commercial customers. To bridge this gap, CPS Energy launched Energy2Business (E2B), a mobile, concierge-style program designed to deliver personalized support to more than 90,000 SMB customers.
👉 Read the case study: CPS Energy’s Energy2Business Initiative Raises Awareness, Satisfaction
E2B focuses on education, accessibility, and trust. Through tailored outreach and on-site visits, the program helps SMBs navigate rebates, grants, and conservation programs while driving adoption of digital tools like Manage My Account, budget payment plans, and demand response programs. In FY25 alone, E2B completed over 550 engagements and 318 on-site visits, significantly increasing participation in CPS Energy’s commercial offerings.
The program’s impact extends beyond engagement. E2B recovered $5.1 million in overdue balances in FY25, preventing costly disconnections and stabilizing revenue streams. By hosting satellite office hours and partnering with chambers of commerce and economic development groups, E2B meets customers where they are—whether at community hubs or local events. Branded vehicles, dedicated communication lines, and robust training for team members ensure professionalism and trust at every interaction.
👉 Watch the webinar on demand: Powering Partnerships: How E2B Connects, Serves, and Empowers San Antonio’s Business Community
Customer satisfaction has soared since E2B’s launch. SMB owners report greater confidence in CPS Energy thanks to personalized support, flexible meeting options, and timely outage updates. Initiatives like the “On the Spot” recognition program, which celebrates businesses adopting energy-saving practices, reinforce a culture of sustainability and partnership. Community integration through collaborations with organizations such as LiftFund and the SBA further strengthens CPS Energy’s reputation as a trusted ally for SMBs.
E2B’s success is rooted in strategic planning and adaptability. Developed through customer insights and launched after extensive research, the program reflects CPS Energy’s commitment to innovation and responsiveness. Even during the challenges of the pandemic, E2B maintained virtual services and has since expanded its team to meet growing demand.
By combining high-touch service with operational efficiency, E2B sets a new benchmark for municipal utilities nationwide. Its Bronze Best Practices Award for Excellence in Serving Business Customers underscores the program’s transformative impact—proving that when utilities invest in personalized, community-focused solutions, everyone benefits.
Read about the Business Customer Leadership Council.
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